Multiple Coles customers have complained about “frustrating” click and collect experiences, claiming some groceries are being “overloaded” into one bag while others only contain a single item.
With large parts of the country under stay-at-home orders, many shoppers are now opting to get their groceries via click and collect services or delivered.
TikTok account @kassidycollinsss posted a video of her mum who had returned from Coles with her click and collect order only to be frustrated at the number of bags used.
“This big bag,” the woman said, before pulling out two small chocolate bars inside the bag.
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“What the hell … they charge me 15 cents for a bag to put two small chocolate bars that could have easily gone in here,” she add, gesturing to another bag.
Another shopper @ceeeveee89 said she had been annoyed to find her groceries packed inconsistently.
“So I don’t know if this is just a problem at my local Coles but just did click and collect,” she said in her TikTok video, opening a bag to reveal a packet of corn inside.
“We got a whole bag for literally one item. And you might say, because they don’t want to squash the corn – well you’ve got veggies in this one, so I don’t know why this (the corn) can’t be placed in here and save a bag.”
To make things more frustrating Chantelle said some of her shopping bags were “overloaded” with grocery items.
“You’ve got (one bag with) one bottle of milk and you might say oh that’s a heavy item, then you’ve got three bottles of drink in here – two bottles of milk, juice and dips,” she said, before opening a bag with bread and muffins inside.
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“So this one where I would want my bread not to be squashed is totally overloaded, what’s the go Coles?”
Both videos got dozens of comments from other shoppers who claimed they had similar “frustrating” experiences.
Coles charges 15 cents per reusable bag used in click and collect orders and most stores currently do not have a no bag option.
However, bags used in click and collect orders can be returned to store team members and to customer service agents if delivered.
News.com.au understands multiple bags are often used for health and safety reasons, such as separating cleaning supplies and fresh foods.
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“They do this to me every week with the bread,” one person wrote. “One loaf of bread that doesn’t need a bag.”
“I complained three times and now they pack it normally,” one shopper commented.
“They do this with online shop too when they deliver to your house. It’s sooooo annoying,” another person complained.
“Coming from someone who works there it’s because those items would be picked from different areas of store and sometimes not packed by the same people,” one commenter wrote.
But others said it wasn’t just Coles who was guilty of this, with other supermarkets also using too many bags when it came to click and collect or deliveries.
“Woolies do it too; I get my stuff delivered and will have one item in it,” another commented.
Coles told news.com.au they “encourage customers to contact our Customer Care team directly if they want to share their feedback” on bags used during click and collect others.
“Bags are essential to keep items together during the online shopping process and are necessary for health and safety reasons with some products,” a spokeswoman said.
“Coles Better Bags can be recycled at all Coles supermarkets. More than 1 billion pieces of flexible plastic have been collected by REDcycle since 2011.”
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